We have compiled a list of frequently asked questions to give you a better understanding and a better feel for what we are all about, and the different options you have that are available as part of your stay with us.
Want a little more love? Why not try our Deluxe Rate with all those added extras! See more details below!
Want a little more love? Why not try our Deluxe Rate with all those added extras! See more details below!
how do I check-in? what time is check-in/check-out available?
What time is check-in?
Check-in is available from 2pm - for details on early check-in options, please see further below.
What time is check-out?
Check-out is strictly by 10am - for details on late check-out, please see further below.
How do I check-in?
If you have booked more than 24 hours prior to your arrival, your self check-in details will be emailed to you at the time of booking. On arrival, just follow the signs to reception where you will find everything you need to know to check-in.
If you have booked last-minute you will receive a text message and email with special self-check-in details.
Can I have a late check-out?
Check-out is strictly 10am. Late check-outs are only available when you make your booking via our website, and can be purchased at a rate of $25 per hour (max of 2 hours). We have streamlined our check-in and check-out processes to be as efficient as possible in the changeover from outgoing to incoming guests – and any cost saving means better pricing for our guests! We directly incur additional cleaning and administration costs for late check-outs, as it throws our system out of whack in terms of our order of cleaning and waiting times each day with our cleaners on site, etc. If you have booked via another booking site, you can add a late checkout to your stay by cancelling your current reservation and rebooking via our website.
Can I have an early check-in?
Standard check-in time is 2pm. Early check-ins are only available when you make your booking via our website, and can be purchased at a rate of $25 per hour (max of 2 hours). We have streamlined our check-in and check-out processes to be as efficient as possible in the changeover from outgoing to incoming guests – and any cost saving means better pricing for our guests! We directly incur additional cleaning costs for putting your room ahead of the rest of the rooms in the house – when sometimes it is not the most efficient order of conducting our check-out cleans, there are also additional administration costs for needing to ensure someone is on-site earlier than our standard check-in time, to ensure your key and check-in notes are ready ahead of the usual schedule. If you have booked via another booking site, you can add a early check-in to your stay by cancelling your current reservation and rebooking via our website.
I’m checking out very early, will this be a problem?
No problem at all! We have a sign by every door that tells you where to leave your key at check-out. Your stay is all pre-paid so there is no need to “fix-up” any bills on your way out.
I’m checking in very late, will this be a problem?
No problem at all! Our properties are all self-check-in so you can arrive at any time that suits, and you will have easy access to your key and welcome instructions.
Check-in is available from 2pm - for details on early check-in options, please see further below.
What time is check-out?
Check-out is strictly by 10am - for details on late check-out, please see further below.
How do I check-in?
If you have booked more than 24 hours prior to your arrival, your self check-in details will be emailed to you at the time of booking. On arrival, just follow the signs to reception where you will find everything you need to know to check-in.
If you have booked last-minute you will receive a text message and email with special self-check-in details.
Can I have a late check-out?
Check-out is strictly 10am. Late check-outs are only available when you make your booking via our website, and can be purchased at a rate of $25 per hour (max of 2 hours). We have streamlined our check-in and check-out processes to be as efficient as possible in the changeover from outgoing to incoming guests – and any cost saving means better pricing for our guests! We directly incur additional cleaning and administration costs for late check-outs, as it throws our system out of whack in terms of our order of cleaning and waiting times each day with our cleaners on site, etc. If you have booked via another booking site, you can add a late checkout to your stay by cancelling your current reservation and rebooking via our website.
Can I have an early check-in?
Standard check-in time is 2pm. Early check-ins are only available when you make your booking via our website, and can be purchased at a rate of $25 per hour (max of 2 hours). We have streamlined our check-in and check-out processes to be as efficient as possible in the changeover from outgoing to incoming guests – and any cost saving means better pricing for our guests! We directly incur additional cleaning costs for putting your room ahead of the rest of the rooms in the house – when sometimes it is not the most efficient order of conducting our check-out cleans, there are also additional administration costs for needing to ensure someone is on-site earlier than our standard check-in time, to ensure your key and check-in notes are ready ahead of the usual schedule. If you have booked via another booking site, you can add a early check-in to your stay by cancelling your current reservation and rebooking via our website.
I’m checking out very early, will this be a problem?
No problem at all! We have a sign by every door that tells you where to leave your key at check-out. Your stay is all pre-paid so there is no need to “fix-up” any bills on your way out.
I’m checking in very late, will this be a problem?
No problem at all! Our properties are all self-check-in so you can arrive at any time that suits, and you will have easy access to your key and welcome instructions.
Can I bring my pet?
The previous owners of Alice’s Cottages had a “pet friendly” policy – unfortunately since taking over, we have had to remove this policy and we no longer welcome pets.
DO YOU HAVE PARKING AVAILABLE ON-SITE?
Each cottage is allocated one parking space, cases these are directly outside the cottage except for Camelot, which is located just through the courtyard.
DO YOU HAVE WI-FI?
We have free wi-fi! Details can be found in the Welcome Folder in your cottage.
Can I drop off my bags early?
We offer a free self-service bag drop option in the form of a small cupboard with a padlock. This is subject to availability, we also provided chain locks for use as an alternative. Please note we do not accept responsibility for your belongings if you choose this option. Unfortunately as we do not have a reception so for us to arrange a personalised bag drop, we incur additional costs to ensure staff are on site at the right time, and hence a call out fee of $50 will apply if you need to drop bags early and do not want to avail of the self-service option.
This service is included as part of our Deluxe Rate – please refer below for more info.
This service is included as part of our Deluxe Rate – please refer below for more info.
What is this Deluxe Rate I keep hearing about?
If you are looking for more luxuries as part of your stay with us, we have a Deluxe Rate that you can choose for your stay. As part of your stay under this rate you will receive all the added extras to make your stay with us even more luxurious and memorable:
- Early check-in (1pm)
- Late check-out (11am)
- Early bag drop (if required)
- Daily wood top-ups
- Complimentary bottle of Tassie wine
- Daily housekeeping – we’ll neaten your bed and provide fresh towels, empty your bins
- More flexible cancellation policy – Fully refundable up until 7 days prior to your stay, 50% refundable within the 7 days prior to your stay.
My plans have changed and I can’t stay at your property anymore. Can I get a refund?
Flexible Rate
Our flexible rate is fully refundable up until 7 days prior to your stay – so if you require to cancel your stay before this 7 day window then it is 100% refundable and we can provide your refund within 3 business days. If you are within the 7 days non-refundable period – unfortunately we cannot refund your stay. If you are having hesitations about booking and worrying that you may need to cancel within 7 days of your stay – we suggest that you obtain travel insurance to cover yourself. We are a small business and cannot afford to lose booking within a week of our guests stay, as it can be quite difficult to have them re-booked so close to the date.
Deluxe Rate
If you are booked under our Deluxe rate, your payment is 100% refundable up until 7 days prior to your stay and 50% refundable if cancelled during the 7 days leading up to your reservation.
I’ve had an emergency and can no longer stay at your property. Can I get a refund on compassionate grounds?
We strongly recommend you take out travel insurance when booking your trip that involves accommodation, especially if you have booked a discounted non-refundable rate. Please also note that all our room rates become non-refundable within 7 days of check in.
Unfortunately as we are a small family business, we are unable to absorb the losses that result from your emergency ourselves. We do understand though that things can happen that are out of our control, and on this basis, if we receive a polite request from guests who have suffered from a last minute emergency, the best process is to cancel your booking immediately and let us know of the situation. This will free up our calendar and allow us to have a chance to re-book your room.
If your room gets re-booked we may be able to offer a 50% refund depending on the circumstances. While we understand that some emergencies cannot be helped, we also hope that you can understand that as a small business, we cannot afford to wear the losses associated with an emergency which is totally outside of our control as well. We will always do our best to try to make the situation as painless as possible for you.
Our flexible rate is fully refundable up until 7 days prior to your stay – so if you require to cancel your stay before this 7 day window then it is 100% refundable and we can provide your refund within 3 business days. If you are within the 7 days non-refundable period – unfortunately we cannot refund your stay. If you are having hesitations about booking and worrying that you may need to cancel within 7 days of your stay – we suggest that you obtain travel insurance to cover yourself. We are a small business and cannot afford to lose booking within a week of our guests stay, as it can be quite difficult to have them re-booked so close to the date.
Deluxe Rate
If you are booked under our Deluxe rate, your payment is 100% refundable up until 7 days prior to your stay and 50% refundable if cancelled during the 7 days leading up to your reservation.
I’ve had an emergency and can no longer stay at your property. Can I get a refund on compassionate grounds?
We strongly recommend you take out travel insurance when booking your trip that involves accommodation, especially if you have booked a discounted non-refundable rate. Please also note that all our room rates become non-refundable within 7 days of check in.
Unfortunately as we are a small family business, we are unable to absorb the losses that result from your emergency ourselves. We do understand though that things can happen that are out of our control, and on this basis, if we receive a polite request from guests who have suffered from a last minute emergency, the best process is to cancel your booking immediately and let us know of the situation. This will free up our calendar and allow us to have a chance to re-book your room.
If your room gets re-booked we may be able to offer a 50% refund depending on the circumstances. While we understand that some emergencies cannot be helped, we also hope that you can understand that as a small business, we cannot afford to wear the losses associated with an emergency which is totally outside of our control as well. We will always do our best to try to make the situation as painless as possible for you.
WHAT IS INCLUDED IN THE BREAKFAST AND HOW IS THIS provided?
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A hearty breakfast basket can be found within the cottage refrigerator on arrival, to be prepared at your convenience the following morning. This is replenished daily and gives the flexibility for whatever the day may hold, an early start or a long lazy morning - we've got you covered.
Breakfast for One Includes: 1 x Full Cream Milk 1 x Orange Juice 2 x Slices of Bread Butter + Mixed Spreads 2 x Eggs + 1x Bacon Toasted Muesli + Yogurt Please note:
- special dietary requirements can only be catered for if requested at least 48 hours prior to arrival. - in most cases, breakfast for two is included in the booking rate - refer to your booking confirmation for details. |
What activities do you recommend doing around town?
We have prepared extensive information on all of our top pick of things to do in Tassie – this info can be found in your in-room Welcome Folder. It is also on our website so you can refer back to it anytime! Our top things to do in the area!
Where do you recommend for dinner?
We have devoted an entire page on our favourite restaurants – please have a browse through your in-room Welcome Folder for lots of info.
Do you have a laundry on site?
Yes we do – please refer to the first few pages of the welcome folder in your cottage for the details.
Do you have a reception / how do i contact you?
We do not have a reception on-site as we are usually busy, popping from one property to the next, getting everything ready for the daily check-ins. All stays are pre-paid and are self-check-in. We have a dedicated Guest Textline for any questions or issues that you may have during your stay; please send a text message to 0417 607 585 – please note this line does NOT receive voice calls and that we may be slower to respond after 5pm as we are at home with our families.
further details on taxi, uber, shuttle buses and hirecars...
Taxi
Please refer to the front information pages in your in-room Welcome Folder for local taxi services in the area. There is also a whole host of services listed such as, supermarkets, church, hospital, etc.
Uber
Uber operates in SOME parts of Tassie – we have Uber in Launceston, but not yet in Burnie sorry!
Shuttle
There is an airport shuttle service – please phone 0437 131 008 to make a booking to or from the airport.
Hire cars
Unfortunately we do not have any recommendations on car hire places. Please use Mr Google, we would only be googling it ourselves! And if you do have any recommendations – we would LOVE to hear them!
Please refer to the front information pages in your in-room Welcome Folder for local taxi services in the area. There is also a whole host of services listed such as, supermarkets, church, hospital, etc.
Uber
Uber operates in SOME parts of Tassie – we have Uber in Launceston, but not yet in Burnie sorry!
Shuttle
There is an airport shuttle service – please phone 0437 131 008 to make a booking to or from the airport.
Hire cars
Unfortunately we do not have any recommendations on car hire places. Please use Mr Google, we would only be googling it ourselves! And if you do have any recommendations – we would LOVE to hear them!
I forgot some belongings when I checked-out. How much do you charge to post it on to me?
We have reminders by the doors to ensure you do not forget your items. As we operate on small margins we cannot absorb the cost of postage ourselves if you leave something behind. We can hold the items in our lost property and allow you to collect them free of charge, however if this is not possible and you require it to be sent on, we will charge the cost of postage as well as a $20 administration charge to cover the loss of productivity and/or extra labour costs for our staff. Please try to avoid this by ensuring you take all your belongings with you upon checkout!
why should I have to pay so much for a simple extra like a bag drop or an early check in?
We are able to offer extremely affordable prices for our accommodation provided you are able to fit within the standard parameters, as all of our processes have been streamlined for maximum efficiency around these standard daily procedures. If you require special treatment we have to deviate from these standard procedures which cause inefficiencies in our processes and results in direct additional labour costs. As we operate on extremely tight margins, we are unable to absorb these additional costs ourselves and hence the requirement to pass them on to you. However if you do fit within the standard procedures (which is quite easy to do and what most of our guests actually want) then you can be assured a comfortable, clean, cosy cottage and a great stay for an even better price!
If you are wanting to feel some extra love from the Alice's Cottages Team and have all the added extras as part of your stay – refer to our Deluxe Rate.
If you are wanting to feel some extra love from the Alice's Cottages Team and have all the added extras as part of your stay – refer to our Deluxe Rate.
Will I be subject to any additional charges upon check-out?
We totally understand…accidents happen, or you may be in a rush! However, as we operate on such small margins, we cannot afford to absorb the additional costs that arise from these accidents and other certain instances. For this purpose, we have developed a policy for additional charges where there is a direct cost to us that was not factored into your room rate.
These policies and the associated costs include:
- failure to do dishes -> $20
- Smoking in room -> $100-$500 depending on severity of impact
- Failure to check-out by check-out time -> $25 per 1 hour block or part thereof.
- Failure to return / lost keys -> $50
- Breakages or damage to room -> $50 administration fee plus cost to repair or replace item
- Call out fee for after hours non-emergencies -> $50
These policies and the associated costs include:
- failure to do dishes -> $20
- Smoking in room -> $100-$500 depending on severity of impact
- Failure to check-out by check-out time -> $25 per 1 hour block or part thereof.
- Failure to return / lost keys -> $50
- Breakages or damage to room -> $50 administration fee plus cost to repair or replace item
- Call out fee for after hours non-emergencies -> $50
I’m locked out of my room or I’ve lost my key. How can I get in?
Please be extremely careful with your keys, as they are expensive to replace and as we don’t live on-site, if we have to send someone to let you in we incur a direct call-out fee and administration time which we will have to pass on to you. This fee is currently $50. Most of the time it’s an easy fix if we are on-site or nearby so we can waive this fee, but if it occurs after hours or while we are not around then unfortunately we will have to pass this cost onto you. It may take us up to an hour to resolve this situation if we are not onsite, so please be patient, and contact us via the Guest Textline 0417 607 585 or ring the front video doorbell 3 times if you have locked your phone inside.
